Customer Experience

How the new Corona context can fuel your experience transformation success

Customer Experience, experience transformation / By

Corona seems to strengthen our (unjust) belief that urgent, daily issues are disconnected from improving customer- and employee experience. Looking back to all the conversations I’ve had about experience and Corona in the last few months, there is one central topic that seems to pop up. A central topic exposing a misconception when it comes […]

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The 5 types of Experience series (1): Brand Experience is your compass

Brand experience, Customer Experience, The 5 types of Experience / By

Do you remember in the previous blog, that only 5-10% of companies are truly good at CX, even though 85% claim it has top priority? Besides the NPS that is often unconsciously misused, there are other reasons why this percentage is more or less static. In order to successfully move to a more customer and

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Customer Experience needs journeys and drivers to make a difference (5 types series – part 2)

Customer Experience, The 5 types of Experience / By

Using the compass of your brand experience from the previous blog, you can now start thinking about the experience you want to give your customers. Here, you combine what you want your brand to be, with topics that your customers themselves have identified as being key for a top experience. The crux of customer experience?

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Employee Experience is just as relevant as customer experience (5 types series – part 3)

Customer Experience, Employee Experience, The 5 types of Experience / By

Of the 5 types, employee experience is still the most overlooked, though I’m glad to say that it’s been gaining attention recently. Before delving into the scope of employee experience, I’d like to share with you a bit more of the underlying context. And that is, that I would like to see organizations becoming more

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Service Experience holds the key to make an easy business case for experience (5 types series – part 4)

Customer Experience, Service experience, The 5 types of Experience / By

Have the previous 3 types of experience helped you gain clarity in your organization about what’s what, and who plays what role in improving the experience? Type 4 goes one step further again in unraveling the experience spaghetti. Service experience comes into play as soon as I, as a customer or employee, contact the organization

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User Experience needs to be connected to the 4 other types of experience (5 types series – part 5)

Customer Experience, The 5 types of Experience, User Experience / By

This fifth and final blog in the series dealing with the 5 types of experience, is all about user experience. Let me start once again with a modest disclaimer: simply reading this blog will certainly not make you a UX expert. And I will be focusing on the development of completely new services, innovation and

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Employee Engagement and Leadership: 5 Interventions that Enhance Engagement

Customer Experience, Employee Experience / By

Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s a must read (as far as I’m concerned), even if you only 1% interested in moving toward engaged employees

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How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions…

Customer Experience, Measurement / By

Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is not delivering the results they expected and how the unintentional misuse of NPS might play a role in

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The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)

Customer Experience, Sense and Non Sense series / By

You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the way to go in CX research? In this blog, I share my views on why most current AI

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